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Support Crew

For Domestic returns please redirect to: Paper Planes Return Center

For International returns please use the portal below:

International Returns Portal: HERE

For non-return related questions regarding your order, please contact us at customersupport@paperplane.shop

 

Order Processing:

Orders are processed and shipped between 48-72 hours after the order has been placed. Order delays tend to incur during holiday seasons. Please reach out to customersupport@paperplane.shop for any further questions regarding order processing.

Shipping + Handling:

Paper Planes - Greatness Is A Process LLC online purchases are shipped via Fed Ex from our warehouse located in New Jersey. Paper Planes - Greatness Is A Process LLC is not responsible for any lost, stolen, or damaged shipments. Should the buyer encounter an issue with receiving a package, the buyer assumes all responsibilities of claims made with the shipping carrier. 

We offer the following shipping method:

    • FedEx SmartPost ( 2-7 Business days depending on transit time/Depending on distance from the packages original shipping destination)

International Shipping:

Paper Planes has partnered with Global E to handle all transactions and shipping with global e and DHL. If you wish to ship your order internationally, please select the country flag in the top right hand corner of your screen and select the desired ship to country. If you do not see your country listed in this drop-down, please reach out to customersupport@paperplane.shop for immediate assistance. Orders shipped outside the United States will be subject to customs duties/taxes. Our partnership with Global-E has enabled us to take payment of said fees at the time of checkout.

 

RETURNS & REFUNDS

For Domestic returns, please redirect to: Paper Planes Return Center

For International returns, please refer to the link below:

International Returns Portal: HERE

*We do not accept returns for Paper Plane products not purchased from Paperplane.shop*

**PAPER PLANES IP HOLDINGS IS NOT RESPONSIBLE FOR ANY OTHER ITEMS OTHER THAN THOSE SPECIFIED ON THE RETURN SLIP. IF YOU RETURN AN ITEM NOT ON YOUR ORIGINAL RETURN SLIP, PAPER PLANES WILL DISCARD OF ANY ADDITIONAL ITEMS AT THE COST OF THE CUSTOMER**

For non-return related questions regarding your order, please contact us at customersupport@paperplane.shop

    Exchanges

    If you wish to exchange a product, please return your original order and place a new order with the desired items.

    Refused Packages(RETURN TO SENDER)

    Any order that is not able to be delivered by FedEx will be returned to our warehouse and treated as a return. The customer will be given a full credit for the item(s) purchased. Shipping costs are NOT refunded.

    Refunds

    All refunds issued will be issued on the a gift card. No exceptions

     

    FAQS:

    General

    Is Paper Planes - Greatness Is A Process LLC Sold in Stores?

    Our apparel can be found in select boutique retail locations. Locate the one closest to you here. 

    How do I create a profile at paperplane.shop?

    You can easily create your own account by entering your email address and providing a password.

    I forgot my password - can you help?

    If you forgot your password, just click “forgot password” under “my account” and you will automatically receive an email to reset the password. 

    How do I shop on your online store?

    Orders can be placed on our website 24/7. Browse our items and click “add to cart” when you are ready to purchase. Once you are finished adding the item(s), click on the cart symbol at the top right and then checkout. You will fill out the necessary information requested and then click the place order button. You can always save your shipping and billing information along with your credit card to speed up the checkout process in the future. Once your order is placed, you will receive an email confirmation. An additional email will be sent when the order ships with tracking information. 

    How do I cancel or edit an order I placed?

    Once an order is placed, we are unable to cancel or modify it.

    How do I find my size?

    If you are having trouble selecting which size is best for you, please refer to our size guide. 

    How do I contact customer service?

    You can reach us Monday through Friday via email at customersupport@paperplane.shop. Please note we may be slower to respond during the Holidays. 

    Why was the merchandise out of stock, but I was able to purchase it?

    We make an effort to fulfill your entire order, but there may be a rare occasion we need to cancel one or more items. If we are unable to fulfill your entire order, you will be notified via email of the out of stock merchandise. You will not be charged for unshipped item(s). 

    Can I add an item to my order after I placed the order?

    Unfortunately not, you will need to place an entire new order for anything you wish to purchase. 

    Why has my card been declined?

    You would need to contact your bank or credit card company for more information. It could be that your billing address is not matching with your credit card or you entered the information incorrectly. 

    Can I place an order by phone?

    Unfortunately, we do not take orders over the phone. Orders are only placed on our site. 

    My credit card did not go through, but why was I charged?

    If you credit card is not approved, your bank will automatically deduct the money from your available balance although it is not actually taken from your account until we dispatch the order. If we do not dispatch the order, we do not charge you and the money will be automatically put back into your account. This can take 3-5 business days. 

    Do you have a product catalog?

    Unfortunately, at this time we do not have a product catalog. 

    What forms of payment are accepted?

    We accept Apple Pay, Google Pay, VISA, MASTERCARD, DISCOVER, AMEX, and PAYPAL.


    *Please note: Your billing address must match exactly as it is appears on your credit card statement. This information is used as part of the validation process for your credit card payment. All orders are subject to review. We reserve the right to cancel any order.

     

    How do I apply a coupon/promo code to my order?

    If you received a discount code you can enter this information during the checkout process. The field for the code is located on the page where you enter your credit card information. Only one coupon code can be used at a time. 

    Why doesn’t my coupon/promo code work?

    Please double check that you are entering it correctly. The promotion could have expired. For more assistance, please contact customer service. 

    How long does delivery take?

    Your order ships within 2 to 3 business days from the time the order is placed. Orders ship Monday through Friday only.

     How can I track my order?

    As soon as your order ships, you will receive an email confirmation with tracking information. You can then track the package but it may take up to 24 hours for tracking information to update. You can also go under “my account” and click on order history. 

    What is your return policy?

    Items must be returned within 14 days from the day you receive your order. Merchandise must be unworn, tags attached, and free of any defects. 

    How do I return an item(s) from my order?

    For returns, please redirect to: Paper Planes Return Center

    For non-return related questions regarding your order, please contact us at customersupport@paperplane.shop

    What if i return an item that i did not specify during my return process?

    **PAPER PLANES IP HOLDINGS IS NOT RESPONSIBLE FOR ANY OTHER ITEMS OTHER THAN THOSE SPECIFIED ON THE RETURN SLIP. IF YOU RETURN AN ITEM NOT ON YOUR ORIGINAL RETURN SLIP, PAPER PLANES WILL DISCARD OF ANY ADDITIONAL ITEMS AT THE COST OF THE CUSTOMER**

    Please note Paper Planes fulfills orders out of a major distribution center and failure to add the item/s to your return slip will lead to a disposal of any additional items not identified on the return slip

    When can I expect to receive my refund?

    Once your return is received, please allow up to 7 business days for the return to be processed and the value will be applied as online credit in the form of a gift card. You will not be refunded for the shipping cost at the initial part of purchase.

    What is your exchange policy?

    If you would like to exchange an item(s) for any reason, please follow the return policy instructions. Note you still must follow the 14 day policy. Once you return your item(s), then place an entire new order on our website for your desired item(s). 

    I RECEIVED A DAMAGED PRODUCT, WHAT SHOULD I DO?

    Please email us at customersupport@paperplane.shop within 24-48 hours of delivery with detailed images of the product(s) in question.

    If you have further questions, please contact customersupport@paperplane.shop

     

    How do i return an international order?

    1. Head to the Global E Returns Portal to generate your returns label. You will need your order number (which starts with GE) and email address handy to create this. The returns portal can be found : HERE
    2. Once in the return’s portal, select the item/s you wish to return, choose a reason from the drop down menu and click next.
    3. Your returns label and form will be generated.
    4. Include the Global E returns form inside the parcel.
    5. Attach the return address label to the outside of your parcel ensuring you remove any old address or postage labels.
    6. Return your parcel via your selected carrier.

    Please make sure to track the status of your return: HERE 

    Do you ship internationally?

    International shipping is currently available Worldwide. Shipping rates for international orders will be calculated at checkout.

    Who handles your international shipping?

    We ship all our international orders with DHL.  DHL has a number of shipping partners around the world that handle your local delivery and ensure your package arrives safely and quickly.

    Do I have to pay duties and taxes?

    To create a better delivery experience for you, we now offer the ability to pay for the duties and taxes at checkout or pay for the duties and taxes once your order arrives. ( Please note if you decide to pay for the duties and taxes later, all responsibilities will be passed to the customer to handle 

    Please note that duties and taxes assessed by customs vary by country and product.

    How can I track my package?

    Once your order has been fulfilled, you will receive an email from us with your tracking information. You can track the progress of your order directly on your Paper Planes tracking page.

    When will I receive my order?

    We want you to receive your order as fast as possible!

    International orders are typically delivered within 8 -14 business days once the order has been fulfilled. Once your order has been fulfilled, the estimated delivery date will be shown on your tracking page.

    My package seems to have stopped moving.

    If your package stops moving at any point, do not fret! It is still on its way to you and is likely just clearing customs. Occasionally, there may be delays due to customs or weather events. If this happens, your tracking page will be updated with the latest shipping status.

    At any time, if you have a shipping related question you can reach out via customersupport@paperplane.sho

     

    Who should I contact with questions about my International Order?

    Please email: customersupport@paperplane.shop